1. A Feature-Based Analysis & Comparison of IT Automation Tools: Comparing Kaseya to Numara Track-IT Developed By: Jorge Falcon & Thomas Russo Rodriguez Advisor : Dr. S. Masoud Sadjadi School of Computing and Information Sciences Florida International University sadjadi@cs.fiu.edu http://www.cs.fiu.edu/~sadjadi/ (305)348-1835

2. Agenda Introduction Comparison & Discussion Glossary Acknowledgements References

3. Overview Numara is a worldwide provider of many service desk management tools for IT professionals. The company focused on perfecting and expanding its Track-It! product line.

4. Background Founded in 1991, Numara, formerly the blue ocean business unit of intuit supplies over 5000 companies worldwide. Numara Track-IT and footprints make it simple for IT managers’ tasks as tracking requests, automating workflows, and supporting internal and external customers. Track-IT is easy to use and does not cause an interruption with the day to day business processes and the best part; it can be tailored to fit any individual IT environment ranging from Human Resources to support.

5. OS Coverage  Windows Vista  Windows Server 2003 Standard, Enterprise, and Web Edition  Windows XP Professional, Home Edition  Windows 2000 Server, Advanced Server  Windows 2000 Professional  Windows NT 4.0 Terminal Server (SP4), Server/Workstation 4.0 (SP4)  Windows ME, 98SE  Red Hat Linux 7.0, 8.0 and 9.0 on Intel  Red Hat ES 2.1 and ES 3  SUSE Linux 9.3 and 10.0 on Intel  Solaris 8 (SunOS 5.8) and Solaris 9 (SunOS 5.9)  Solaris 10 (SunOS 5.10) on SPARC  Mac OS X 10.3.9 on Power PC, 10.4.5 & 10.4.5 Serve

6. Grouping Managed Devices It is possible to filter network devices by type such as computer, printer, router, storage and switch. Network Discovery makes it possible to group managed devices based on where they are and the network that they are on. It is also possible to to filter them or a group based on their roles, Track-IT! even lets you create custom views like Kaseya.

7. Functional Coverage The standard Numara Ttrack-IT software comes with very little coverage. You have to purchase additional modules from the Numara IT asset management suite for it to have the necessary modules that come standard with Kaseya. The parts or modules that it does include are Help Desk, Solutions, Inventory, Software Licenses, Purchasing, Training, Library, Reports, dashboard and Change Management. These correlate to Audit & Asset Mgt, remote control, Helpdesk and Reporting

8. 1.1 Architecture Track-IT’s architecture is agent-based just like Kaseya’s architecture. However, Kaseya’s system runs off of a web based portal, all the features and functions can be easily accessed and executed via the Kaseya Dashboard, where as Track-IT gives you the option to install a web front and a technician console. Track-IT requires a SQL database, whether you have one or not, that does not matter. Track-IT will install SQL Server Express if you do not have another installation of SQL on your server.

9. 1.2 Auditing & Asset management Kaseya and Track-IT both have an Auditing system. Kaseya provides very detailed reports that include but are not limited to Machine Info, Installed applications, System info, Disk volumes, PCI & Disk Hardware, Printers, Documents, Pending procedures, Agent Logs, Alerts, Patch status, Remote Control, Agent Settings. Track-it also provides a detailed Auditing system. Information attainable through Track-IT is broken down into 6 main categories Asset Types, Networks, Product Types, Master Items, Installed Files, and Installed Programs.

10.  Asset Types o Computer  Laptop  Other(Customer)  Storage o Hub o Other o Printer o Router o Switch  Installed Programs o Details Program Name, Publisher, Version, How many of the type of program are in Use, and Software Title. o Track-IT also details different views such as:  Prohibted  Alerts (prohibited & unidentified)  Permited – Unsupported  Approved – Supported  Unidentified  Networks o Facilities o Storage o Systems  Installed Files o Details File Name, File size, File version, File Description, File Vendor, Product Version Product Name, Extension type of the file, how many in use, and Software Title. o Track-IT also details different views such as:  Prohibted  Alerts (prohibited & unidentified)  Permited – Unsupported  Approved – Supported  Unidentified  Product Types o Contract o Desktop o Fax o Furniture o Laptop o Monitor o PDA o Phone o Printer o Rack o Router o Server o Software o Supplies o Switch  Master Items o Details Product Description, Product type, Manufacturer, Part Number, Version, Price, and Vendor based on the audit run on the machine.

11. 1.3 Remote Control Track-IT’s remote control feature supports low- bandwidth interaction between the user’s desktop and tech support. Technicians can access company files such as event logs, shared folders and systems states without disrupting users. It also allows the transfer of files from within the Track-IT! software solution remotely into the workstation. Track-IT is similar to Kaseya in this category.

12. 1.4 Automation Doesn’t contain automated procedures like Kaseya but simplifies an administrator’s task.

13. 1.5 Monitoring Track-IT provides a very good monitoring platform, it has different options that meet the needs of the business such as network monitor standard and network monitor pro. The professional version provides access to visual basic scripts that can manage web traffic. It includes SNMP support just like Kaseya. Track-IT provides an Auto discovery wizard to find new devices on the network, similar to running a LAN watch in Kaseya’s system. Track-IT’s Auto Discovery Wizard quickly discovers network objects to populate your network map.

14. 1.6 Patch Management The Track-IT! Technician client does not have built in patch management ability without purchasing additional software from Numara. This additional software is called Numara Patch Manager.

15. 1.7 Backup & Disaster Recovery Numara Track-IT does not contain a backup feature, nor does Numara offer additional back up software.

16. 1.8 Endpoint Security Numara contains a security add on called Numara Vulnerability Manager however it is not part of the basic Numara Track-IT package.

17. 1.9 Help Desk Track-IT includes a thorough Help-desk feature that helps optimize help desk efficiency, give customers the ability to service themselves; provide automated alerts, notifications and ticketing to improve productivity, and reduce diagnostic time by keeping track of known issues and solutions. Through the use of predefined fields, Track-IT!’s built in templates allows users to fill tickets out quickly and with ease.

18. Help Desk With Track-IT!’s help desk feature you have the ability to enable a web portal which reduces response time and decreases call volume, the knowledge base can also be enabled and viewable from the web portal! Similarly in Kaseya, the software is set up with predefined values that you can select and or edit to meet your organizations needs. However, Kaseya is fully managed from a web portal unlike, its competitor Track- IT.

19. Help Desk Kaseya and Track-IT both offer what we believe to be the most valuable sub-feature in the Help Desk module, the Knowledge base. Administrators can log how they resolve and issue, so if a similar problem occurs a solution is available for to the administrator. [4]

20. 1.10 Reporting Track –IT contains very detailed reports such as Executive summary reports and also contains a very high level of customization within the reports themselves. It is very user friendly you can simply click on the reports tab and select the reports by module including: Crystal Reports is included as a standard in order to create and print reports [3]. Administration Help Desk Solutions Change Management Inventory Puchasing Library Training Dashboard Home Page Software Licenses

21. 1.11 System/User/Admin Management Numara Track-IT does provide a way to restrict access to different users/administrators. Track-IT’s system upon start up brings up a login authentication window and verifies that the user attempting to log in is stored in the database. However, adding a person does take a bit more work. The Window does not allow a user to register with the database. An administrator would have to open up the SQL server and manually add a user through a stored procedure or query tailored towards adding and removing users. Similarly, Kaseya will add you to their user database upon purchasing their product.

22. System/User/Admin Management However, in Kaseya your user role and scope can be viewed, selected, or changed (if multiple user roles/scopes are set up for your user) on the top right corner of the Kaseya2 web interface.

23. 1.12 Usability The interface is very similar to Kaseya, it has the different modules like the help desk, solutions and inventory modules, for instance, all tabs are located in the left hand corner of the screen. The interface is not web-based however and because of this it reduces the ease of access value because you cannot simply log into any machine with internet access.

24. Usability On the flip side, it is very easy to learn at first and requires little or no training to find and utilize its options. For what it has it is very well integrated into one portal listing all possible options at the one screen or interface which helps to reduce the confusion of a new user

25. 1.13 Reliability The system in its entirety is robust; its functions are very comprehensive and detailed. However, its use of an SQL database slows down the performance significantly. This does not mean that the system’s security is lacking; Track-IT! prompts the user for a log in name and password that is linked to an external database. Due to the fact that Track-IT runs off of an SQL database, it has the ability to perform backups whenever set and or desired by the administrator. Kaseya is very similar in the sense that it is a robust automation solution and shares some of the same features. Reviews about Kaseya, nationwide, describe Kaseya to be a better automation solution compared to its competitors, including Track-IT!.

26. Reliability “We ran Kaseya, LANDesk, Altiris, Track-It and several other solutions through the ringer. Only Kaseya actually worked in our campus environment.” Patrick Nowacki, Systems Administrator Gonzaga University [1] “The biggest IT benefit for us is the rich feature set the Kaseya solution provides. It combines systems management, remote access, security, patch management, asset tracking, help desk, and project tracking. It’s a one stop shop that is open 24 hours a day,” Scott Farmer, Ph.D., director of Outreach Information Services, Virginia Tech University [1]

27. 1.14 Performance The system is completely responsive; it can at times be very slow when under a heavy workload, especially since its accessing an SQL server. SQL servers have a tendency of slowing down system performance. In comparison to Kaseya it is much faster but also offers less features!

28. 1.15 Supportability The system is very well supported with webinars and access to a support agent by telephone most of the time. New Numara Software customers are entitled to 30-days of Installation Assistance. Numara provides a premium care plan that includes [2]: Unlimited access to My Support and My Profile with access to Product releases and updates Product knowledge articles Recent searches and articles reviewed Open and closed defects Enhancement requests Electronic submission of issues and questions Access to current shipping version Product Updates (service packs and hot fixes) Toll-free Telephone access to Technical Support from within the U.S and Canada, including extended hours Upgrade Protection. You have access to all Product Releases for your Software title (same edition) at no added cost Severity 1 issue escalation to an available senior technician

29. Agenda Introduction Comparison & Discussion Glossary Acknowledgements References

30. 2. Comparison and Discussion 2.1 Evaluating and Discussing Numara Track-IT! Track-IT! Definitely is a sophisticated IT automation (simplification) program. Its simple XP looking user interface tailors to professionals who have predominately spent their time managing Windows XP machines and Windows server 2003 machines.

31. Comparison and Discussion Track-IT!’s auditing system offers more than enough information about the machine/server and its installed hardware and software components, as well as, it’s serial keys and license uses. This software can be rated along with the best Help Desk management solutions because of the ease use and amount of Help Desk features offered. Compared to Kaseya, Track-IT! offers a report for practically any information gathered by the software without lacking professional appearance.

32. 2.1 Evaluating and Discussing 1 ArchitectureRating: 4Agent design, use of SQL database, and XP appearance 2 Audit & Asset MgtRating: 5 The auditing system is among the best out on the market, Track-IT! can pull any information from a workstation and or server; and store it for future use. 3 Remote Control Rating: 5 The remote control feature is unique in the sense that you can remote control at the click of a button as long as the proper the machine is specified. 4 AutomationRating: N/ADoes not include this feature 5 MonitoringRating: N/ADoes not offer this feature 6 Patch MgtRating: N/ADoes not offer this feature 7 Backup & Disaster Recovery Rating: N/ADoes not offer this feature 8 Endpoint SecurityRating: N/ADoes not offer this feature 9 User State MgtRating: N/ADoes not offer this feature 10 HelpDeskRating: 5The ticketing system is very well developed and is one of its main advantages 11 ReportingRating: 5Like Kaseya it offers executive reports which are very well developed. 12 SystemRating: 4XP looking with a simple user interface. 13 UsabilityRating: 4Easy to use! 14 ReliabilityRating: 5Very reliable, does what it says 15 PerformanceRating: 3.5Can get slow at times when under a workload 16 SupportabilityRating: 4Great premium care plan, adds to the value of supportability

33. 2.2 Rating Results Explanation/Discussion FeaturesKaseyaNumara track-IT 1 Architecture54 2 Audit & Asset Mgt55 3 Remote Control55 4 Automation5N/A 5 Monitoring44 6 Patch Mgt5N/A 7 Backup & Disaster Recovery4N/A 8 Endpoint Security5N/A 9 User State Mgt5N/A 10 HelpDesk55 11 Reporting45 12 System54 13 Usability54 14 Reliability55 15 Performance53 16 Supportability54 Total7748

34. Rating Results Explanation/Discussion Kaseya offers many more features than does Numara. The fact that you have to purchase additional modules that Kaseya enterprise edition comes standard with is what Numara is lacking and why it did not total as high as Kaseya. As you can see in the table above, Numara Track-IT! does not come standard with Patch management, Back & Disaster Recovery, Endpoint Security, and User State management. Kaseya appeals more to different companies due to the amount of features that the company offers.

35. Rating Results Explanation/Discussion Ultimately, it is the determining factor that Kaseya’s solution is better than Numara’s in the above table. The scores are relatively close, if Numara were to have offered those few features, the scores would be even closer! Upon closer examination if the features Kaseya offers and Numara does not offer are removed, the point values would be much closer. Leading us to believe that both the solutions are on par with what they offer.

36. 3. Glossary IT – Information Technology Mgt - Management OS – Operating System PDA – Personal Digital Assisstant SNMP – Simple Network Management Protocol SQL – Structured Query Language

37. 4. Acknowledgements On behalf of Thomas Russo and I, Jorge Falcon, we would like to extend our thanks and gratitude to Numara Software for giving us the opportunity to research Track-IT! an IT automation software solution. However, Special thanks go out to Ms. Cullivan and Ms. Rodriguez for supplying us with what we needed to complete our research, an extended license to Track-IT! This research not only provided us with some more insight into the world of IT automation but it showed us how important a little dedication and exposure is and how far it will get you. These ladies went to great lengths in order to help us achieve what we set out to do. Again thank you Ms. Cullivan, Ms. Rodriguez and Numara. Elisabeth Cullivan Product Marketing Manager Numara® Software, Inc. 813.227.4522 (o) 813.227.4501 (f) elisabeth.cullivan@numarasoftware.com Gladys A. Rodriguez GULF Account Manager Numara™Software, Inc. 813.227.4682 (o) 813.227.4501 (f) 800.479.2750 x 74682 gladys.rodriguez@numarasoftware.com gladys.rodriguez@numarasoftware.com

38. 5. References [1] http://www.hitechcomputersolutions.com/http://www.hitechcomputersolutions.com/ [2] http://support.numarasoftware.com/http://support.numarasoftware.com/ [3] http://www.pcw.co.uk/personal-computer-world/software/2201519/numara-track-3392705http://www.pcw.co.uk/personal-computer-world/software/2201519/numara-track-3392705 [4] http://www.Numarasoftware.com/Track-It/helpdesk/Help_Desk_Management.aspxhttp://www.Numarasoftware.com/Track-It/helpdesk/Help_Desk_Management.aspx